Help

Account

How can I create an account?

1. Click on ‘Sign up/Sign in’ at the top right of your screen
2. Enter your email address to create your account Validate it by clicking on ‘Create an account’
3. Enter your personal information then click on ‘Register’
Please note: your password must contain a minimum of 5 characters.

How do I connect to my account?

1. Log into your account by clicking on ’Sign up/Sign in’ 
2. Enter your email address and your password
3. Click on ‘Sign in’

How can I change my password?

1. Log into your account by clicking on ’Sign up/Sign in’
2. Click on your name at the top of the screen
3. Click on ‘My personnal information’ in your profile
4. Enter your old password as well as the new one, twice, and confirm

I can’t log in

Your password contains a symbol, a space or a typo which prevents you from logging in to our site. In this case, click on ‘I forgot my password’. Within a few minutes, you will receive an email with a temporary password.

Order

How can I order a new saddle?

1. Click on the ‘Try a saddle’ tab at the top of your screen
2. Fill out the entire form
3. Your request will be handed to a sport saddle expert in your region who will contact you as soon as possible to schedule a test ride

How can I order a used saddle?

1. Take a look at our dedicated used saddle page: https://north-america.cwdsellier.com/13-pre-owned-saddles
2. You can buy a saddle directly online (click on ‘add to basket’). Delivery is free of charge!
3. Your saddle will be sent by courier, with a free cover and a maintenance kit
4. You have 30 days to test the saddle.
5. You can make an appointment with your regional representative for expert advice. Please request a prepaid label from our customer services department if you wish to return your saddle to us free of charge. The saddle will be fully refunded. 
Please note: if you return the saddle at your own expense, the return postage will not, under any circumstances, be refunded.

N.B.: The saddle care kit and the cover must be returned in perfect condition if the saddle is returned within 30 days. If not, the value of each non-returned or damaged item indicated on your order form will be deducted from your refund.

How can I order accessories?

1. Create your account or log in to your account at https://north-america.cwdsellier.com/
2. Choose the item(s) in which you are interested
3. Once you have selected your size and model, click on ‘Add to basket’
4. Click on ‘Order’
5. Enter your address if you have not yet filled it in or select an existing address. You can also choose a different billing address.
6. After having accepted the terms and conditions, click on ‘Order and pay’
7. Pay with your credit card or PayPal account

I put items in my cart, but they have disappeared

The items in your basket are reserved for seven days.
After this time, your items are automatically removed from your basket and put back on sale.

How can I cancel an order?

If your order is for an accessory or a pre-owned saddle:
1. Your order is ‘Pending’: contact the customer service department as soon as possible by calling (818) 859-7708, to cancel your order. You must provide your order number.
2. It isn’t possible to cancel an order with any other status, because this indicates that it is being prepared and/or has already been sent. This order must be returned by you as soon as you receive it.
If your order is for a new saddle:
It is impossible to cancel an order for a new saddle (see the terms and conditions).

My order has been cancelled

Orders are cancelled through a prior request on your behalf. If you did not make this request, contact our customer service department as soon as possible by calling us on (818) 859-7708.

My order is incomplete

All customer orders are systematically checked before being sent.
- If your order status is marked ‘partially delivered’ you will receive the rest of your order a few days later.
- If your order status is marked ‘delivered’, contact our customer service department as soon as possible by calling us at (818) 859-7708.

How can I get my invoice?

To retrieve your order invoice:
1. Log into your account by clicking on ’Sign up/Sign in’
2. Click on your name at the top of the screen
3. Click on ‘Order history and details’

I have not received the correct item/my item is damaged

If you have received the wrong item or it is damaged, you must return it for an exchange or a refund. To do so, download and print the return form, fill it in and enclose it with your returned item.  Please ask our customer services department for a prepaid label if you wish to return your item to us free of charge.
Please note: if you return the item at your own expense the return postage will not, under any circumstances, be refunded
N.B. : Returned items are accepted up to 14 days after receipt of your order (see our terms and conditions of sale).
Each product must be returned unused (not oiled or greased) in its original packaging.

Delivery

How can I create a delivery address?

1. Log into your account by clicking on ’Sign up/Sign in’
2. Go to your customer area, click on the ‘My profile’ tab and then ‘My addresses’
3. Add a new address and click on ‘Confirm’

How are orders delivered?

CWD use UPS for deliveries. 

What are the delivery zones?

CWD deliver, but some countries are not open for online sales. You can contact our customer service department for any additional information.

How can I track my delivery?

As soon as your parcel is ready to be delivered, you will receive an email from our transporter so that you can follow the delivery.

Can I change a delivery address?

When your order is being prepared, you will receive an email from the transporter which will allow you to modify your delivery address if necessary.

It says my order has been delivered, but I haven’t received it.

Ask around (neighbours, security guard, etc.) to find out if someone else has received your order. This is often the case. You can also find out from the transporter who delivered your package. In any event, keep us informed of your progress, by email or telephone by calling + (818) 859-7708, so that we can investigate if required.

My order status says ‘partially delivered’

If your order status says ‘partially delivered’, you will receive the rest of your order later. For more information, contact our customer service department on (818) 859-7708.

What are the delivery times?

Unless mentioned otherwise in your order, the Seller agrees to deliver the Product to the Customer within the following maximum periods:
- Saddles, except for saddles in the ‘dynamick’ range: sixteen (16) weeks.
- Accessories, except for composite accessories: four (4) weeks.
- Saddles and accessories from the ‘dynamick’ range: twenty (20) weeks.
- Personalised accessories: same delay as a for a saddle, except for saddles in the ‘Dynamick ®’ range
For all accessories ordered online, the delivery times are indicated below the ‘add to basket’ button according to the size and colour of the item selected.

Return & Exchange

I want to send back one or more accessories

If you want to send back an item for an exchange or a reimbursement, download and print the return form, fill it in and enclose it with your returned item. Please note: The return postage will be at your expense.

N.B. : Returned items are accepted up to 14 days after receipt of your order (see our terms and conditions of sale).
Each product must be returned unused (not oiled or greased) in its original packaging.

I want to return a pre-owned saddle

If the used saddle you bought on our website isn’t right for you, you have 30 days to return it to us. The return postage is free of charge: just ask for a prepaid label via our online chat function or by sending an email to amassieu@cwdsellier.com. If you return the saddle at your own expense, the return postage cannot, under any circumstances, be refunded. 

N.B.: The saddle care kit and the cover must be returned in perfect condition if the saddle is returned within 30 days. If not, the value of each non-returned or damaged item indicated on your order form will be deducted from your refund.

I want to exchange one or more accessories

If you want to send back an item for an exchange or a reimbursement, download and print the return form, fill it in and enclose it with your returned item. Please note: The return postage will be at your expense.

N.B.: Returned items are accepted up to 14 days after receipt of your order (see our terms and conditions of sale).
Each product must be returned unused (not oiled or greased) in its original packaging.

I have not received the correct item/my item is damaged

If you have received the wrong item or it is damaged, you must return it for an exchange or a refund. To do so, download and print the return form, fill it in and enclose it with your returned item.  Please ask our customer services department for a prepaid label if you wish to return your item to us free of charge. Please note: if you return the item at your own expense the return postage will not, under any circumstances, be refunded

N.B. : Returned items are accepted up to 14 days after receipt of your order (see our terms and conditions of sale).
Each product must be returned unused (not oiled or greased) in its original packaging.

I want to return my pre-owned saddle/my loan saddle

1. Log into your account by clicking on ’Sign up/Sign in’
2. Click on your name at the top of the screen
3. Click on ‘Saddles to send back’ and follow the return instructions

I don’t have a printer to print the return voucher

If you don’t have a printer to print your return voucher, copy your return voucher by hand onto a piece of paper and attach it to the package.

I can’t create my return voucher

If you can’t create your return voucher, this means you have exceeded the 14 days from the day of receipt of the order. Returns are accepted within 14 days from the date of receipt of the order (see our terms and conditions). For more information, contact our customer service department on (818) 859-7708.

Is return postage at my expense?

1. For all online orders
As stipulated in our terms and conditions of sale, the return postage will be at your expense.
2. For all orders placed with your sport saddle expert
As stipulated in our terms and conditions of sale, we will cover the cost of return postage up to 14 days following the receipt of your order. No returns will be possible after this date. This section doesn’t apply to new saddle orders (see T&C), under any circumstances.

How long does it take to get a refund?

After we have received your return, we will first check the equipment which must be returned unused in its original packaging, accompanied by the completed return form. The refund will take place within two weeks from the date of receipt of your product.

I haven’t received my refund, although you say I have been refunded

Refunds are made in the form of bank transfers which may take several days to appear in your account.
After ten days, if you still see nothing in your account, please contact our customer service department on (818) 859-7708.

Article & Size

If the size of my accessory is not right, is an exchange/refund possible?

If the size of your item isn’t correct, you can return or exchange it within 14 days from the date of delivery of your order. Refer to the ‘Returns & Exchanges’ heading of our FAQ.

I have not received the correct item/my item is damaged

If you have received the wrong item or it is damaged, you must return it for an exchange or a refund. To do so, download and print the return form, fill it in and enclose it with your returned item.  Please ask our customer services department for a prepaid label if you wish to return your item to us free of charge. Please note: if you return the item at your own expense, the return postage will not, under any circumstances, be refunded

N.B.: Returned items are accepted up to 14 days after receipt of your order (see our terms and conditions of sale).
Each product must be returned unused (not oiled or greased) in its original packaging.

I’m hesitating between two sizes, what should I do?

If you are hesitating between two sizes, we recommend that you check out our size guide available for each item.

The colour of the item is different in the photograph than in reality

Colours may slightly differ between the photo and reality. Remember that our accessories are not treated when they leave the workshop and it is therefore normal that the leather is lighter than the images on our website.

Payment

Are payments on the website secure?

All transfers on our website are secured. CWD has a SSL (Secure Socket Layer) scripting system to protect all your personal information. Your credit card is also checked with its number, its expiry date, and the cryptogram. Before any order goes through an authorization request is sent to the bank to detect and stop any transaction from non-existing, stolen or lost cards.

How to pay?

Payments can be done either by a credit or debit card or Paypal (a secure and well known payment system that scripts all details) only. If you have a gift card or a voucher you just have to fill in the “gift cheque” entry with the number that is written down. Our website accepts the following cards: Visa, MasterCard, American Express. An automatic authorization request will be sent to your bank for the amount of your order.

I can’t confirm my payment

If you can’t confirm your order, please check:
1. That you are connected to your CWD account
2. That you have accepted the terms and conditions
3. That your credit card has not expired
4. That you have not gone beyond the limits on your credit card
5. That the cardholder’s full name contains no accents or symbols.
If all these conditions have been met and you still cannot confirm your payment, please contact our customer service department on (818) 859-7708.

Gift card, voucher & promotional code

How can I use my gift card?

In order to use your gift card:
1. Log into your account by clicking on ’Sign up/Sign in’
2. Add the items you want to buy to your cart
3. Enter the code on your give voucher into the ‘Promotional code’ area
4. Click on ‘proceed to checkout’ then follow the instructions

My voucher code isn’t working

To use a code, you must first be connected to your account then:
1. Check that you have entered it correctly, including copying capital letters and spaces
2. Check if your code is still available and you haven’t used it for an earlier order
3. Check that the date of your code is still valid
If the problem continues, our customer service department is available on (818) 859-7708.

Can I offer my gift card to a friend?

Unfortunately, you cannot under any circumstances offer or sell your gift card or your promotional code to a third party. Gift cards are nominative and belong to your CWD account.

Selection

What is the selection for?

The selection is used to add the items you have noted as you surf in your CWD wishlist or to create an alert if you are looking for a second-hand saddle which corresponds to your expectations. Make your dream selection, your wishlist. You can share your selection through social media. This is a very practical idea if your friends and family are looking for a birthday gift for you.
Be careful, your selection doesn’t reserve the items selected. It only notes down all the things you like and records the alerts you have set up.

I can’t order an item in my selection

If you can’t order an item in your selection, this means that unfortunately it is no longer available. Remember, the selection doesn’t reserve the items.

Are the items in my selection reserved?

Your selection does not reserve the items selected, it only brings together all the things you like.